Complaints

Information on how to file and keep track of your complaints

Although we always pack our products with care and conscientiously ensure their correct picking, we cannot guarantee 100% error-free delivery. Should you have a reason for complaint, we apologise in advance for any inconvenience this may cause. Here you will find all the information you need on how to proceed in the event of a complaint. To ensure a quick and smooth processing, simply follow these 3 steps. We will also be pleased to answer any further questions you may have at info@sensiweeds.com or +43 (1) 609 13 14 (Monday to Friday 09:00 a.m. to 5:00 p.m.).

Step 1: Contact us!

In order to solve your problem quickly and avoid unnecessary returns, please contact us first by email.

Please state the number of the delivery note of the goods you are complaining about in your letter so that we can help you quickly and easily. We also ask you to state the exact name of the product(s) concerned. To help us coordinate the complaint handling process, please describe the defects you are complaining about as precisely as possible and attach one or more photos of the defective goods to your complaint letter. Low-resolution photos will also be acceptable, too large files will be time-consuming and ultimately make the complaint handling process more burdensome. The staff in charge will discuss the next steps with you.

Step 2: Returning the goods

After you have contacted us and made a written complaint, please return the defective goods to us. Please note that we can only accept shipments meeting the following requirements:

  • To enable us to process your complaint, please attach the delivery note or a copy of it to your shipment.
  • When sending your complaint, please use the original packaging or equivalent packaging that protects the goods during return transport in the same way as the original packaging.
  • Please make sure that sufficient postage is applied to your shipment.

Step 3: Remedy or replacement

As soon as we have received your returned product, we will check the reason for your complaint. If there is a defect, we will offer a replacement delivery or a credit note.

Further important information for complaints at Sensi Weeds:

  • Please note in writing on the receipt any damage that is obviously due to transport and take a clear photo of the damaged package.
  • Complaints should be submitted to us promptly.
  • As a rule, we reject complaints about products that are clearly damaged due to improper handling by the customer.